Frequently Asked Questions

ON-QUEUE VA is an outsourcing agency that specializes in recruiting dependable and long-term Virtual Assistants, primarily from the Philippines. We manage the entire outsourcing process from start to finish, including recruitment, training, project management, HR support, payroll, and providing disruption or replacement cover if necessary. You simply need to tell us what tasks you want to outsource, and we’ll find the most reliable Virtual Assistant for the job, allowing you to focus on your core responsibilities while we handle the rest.

At ON-QUEUE VA, we specialize in providing Virtual Assistants across a wide range of industries. Our expertise includes, but is not limited to:

• Real Estate: Supporting agents with tasks such as lead generation, CRM management, and property listing updates.
• E-commerce: Managing online stores, customer service, order processing, and product listings.
• Health & Wellness: Assisting professionals with appointment scheduling, customer service, and administrative support.
• Marketing & Advertising: Handling social media management, content creation, and campaign coordination.
• Financial Services: Offering bookkeeping, data entry, and administrative support to financial advisors and accountants.
• Consulting & Coaching: Providing administrative assistance, client scheduling, and research support.

Our Virtual Assistants are adaptable and skilled in handling the unique demands of various industries, allowing businesses to operate smoothly and focus on their growth.

ON-QUEUE VA was founded in 2023, and while we are a relatively new company, we’ve quickly grown into a thriving virtual assistant agency. Our team combines innovation with expertise to deliver reliable and tailored outsourcing solutions for businesses of all sizes, especially startups. Despite our short time in the industry, we’ve already built a solid track record of creating strong partnerships and delivering top-notch Virtual Assistant services.

Our agency has developed thorough interview, screening, and training programs to ensure we recruit highly skilled Virtual Assistants who can build lasting relationships with our clients. We’re committed to hiring the best candidate for the job and ensuring tasks are completed promptly and efficiently. Additionally, our company culture emphasizes rewarding great work and offering perks and benefits to keep our Virtual Assistants happy. A satisfied VA means greater dedication and seamless execution of tasks. Should your Virtual Assistant be unable to continue, we’ll quickly provide disruption cover and find a replacement at no extra cost.

• Job Description: Schedule a free consultation with our Outsourcing Specialist to discuss the tasks you need to outsource and your requirements for a Virtual Assistant.
• Package Selection: Our specialist will recommend the type of Virtual Assistant that suits your needs and explain our package options, offering either Full-Time or Part-Time Virtual Assistants. Pricing varies based on the VA’s role.
• Onboarding: Our Operations Officer will guide you through the onboarding process to equip you with the best tools to work effectively with your Virtual Assistant.
• Recruitment: Once we’ve clearly defined the task requirements and the ideal VA profile, we begin interviewing candidates who match your criteria and create a shortlist of options for you to review. This process usually takes 1-2 weeks.
• Interview: You’ll have two weeks to review the shortlist and choose the candidates you’d like to interview. We encourage our clients to have at least one video call with their potential Virtual Assistant to evaluate them for the role.
• Hiring: Once you’ve made your choice, we handle the hiring, orientation, and setup of your new Virtual Assistant. We introduce them to both our team and yours and establish clear expectations for a smooth working relationship.
• Get Started: You’ll begin working with your Virtual Assistant, with full support from ON-QUEUE VA during the initial "nesting period" to ensure clear communication. We also provide ongoing check-ins, performance reviews, and benefits for your VA to keep them motivated and ensure all tasks are completed as expected.

Yes, there is. After selecting your Virtual Assistant, a minimum commitment of 3 months is required. Similar to a probation period in a traditional workplace, we’ve found that it typically takes at least 3 months for proper onboarding and training to fully integrate a Virtual Assistant into your company. If you're not satisfied with your Virtual Assistant for any reason, we’ll work with you to find a more suitable match based on your feedback.

During the first 3 months, our Virtual Operations Manager (VOM) will actively manage the relationship between you and your Virtual Assistant, providing continuous support. After this period, our Operations Manager will remain available to assist with any issues or concerns you may have.

Our Virtual Assistants provide daily work reports detailing the tasks they've completed and any challenges they faced throughout the day. While time-tracking tools can be used if needed, we recommend that clients focus on evaluating performance and outcomes, placing trust in the Virtual Assistant’s efficiency.

Suppose your Virtual Assistant becomes ill unexpectedly while handling an urgent task. In that case, you can easily request a temporary replacement to manage the work or ask your Virtual Assistant to compensate for the missed tasks on a different day.

After working with you for at least 3 months, your Virtual Assistant is entitled to 10 days of paid annual leave. They should notify you via email at least one week in advance to discuss their leave schedule. For unpaid leave requests, your Virtual Assistant must propose a work plan in advance to cover the missed hours before their leave dates.

On US public holidays, it’s your decision whether to grant your Virtual Assistant the day off. Many clients choose to give their Virtual Assistants time off during holidays such as Easter, Christmas, and New Year’s Eve. For public holidays in your Virtual Assistant’s home country, it’s also up to you whether to offer them the day off. Your Virtual Assistant will need to submit any leave requests, whether paid or unpaid, following our leave policies.

If there’s a work interruption, such as a power outage, internet issue, or family emergency, your Virtual Assistant must notify both our Management Team and you promptly. Should the interruption occur while working on an urgent task, we will quickly provide a replacement to ensure the work continues without delay.

For part-time Virtual Assistants, lunch breaks are not paid.  

For full-time Virtual Assistants, a 1-hour lunch break is included within the 8-hour daily shift, allowing your Virtual Assistant to stay productive and complete their tasks efficiently.

All Virtual Employees are required to sign a confidentiality agreement, ensuring they do not disclose or discuss work-related information with anyone outside their client and work team. For secure sharing of login credentials, we recommend tools like Lastpass, especially for businesses with larger or highly sensitive operations. Whether hiring local staff or a Virtual Assistant, we advise building trust gradually, rather than granting access to sensitive information too soon.

The duration of the hiring process varies based on the specific skill set you need. For a General Virtual Assistant, we typically provide a shortlist of candidates within 1-2 weeks. However, if you're looking for a Technical Virtual Assistant, it may take a bit longer.

Once we present you with a shortlist of candidates, we will schedule a video or audio interview via Skype, Zoom, or your preferred platform. Our Recruitment Manager will be present during the interview to assist in ensuring all key questions are addressed. If you're not satisfied with any of the shortlisted candidates after the interview, we can provide additional candidates for you to consider.

Yes, you can hire as many Virtual Employees as you need, with no limit. Many of our clients often discover additional tasks to outsource, and we are quick to recruit the right candidates for the job.

If you're not satisfied with your Virtual Assistant and wish to make a change, please inform us right away so we can assist in finding a replacement as quickly as possible. Your options for replacing your Virtual Assistant include:

• Continue working with your current Virtual Assistant while we search for a replacement.
• Immediately stop working with your Virtual Assistant and wait for the new hire (we’ll pause your payment and ensure you're only billed starting from the day the new Virtual Assistant begins).
• Stop working with your Virtual Assistant right away and use one of our temporary cover assistants to complete tasks while we find a replacement.

If you choose to cancel your outsourcing services, we require a 30-day written notice. However, if you cancel during your initial 3-month commitment, you will be responsible for paying the remaining balance for the full 3 months.