SECTION 01About Armasourcing
Armasourcing is a remote staffing company. We connect skilled virtual assistants and customer service reps with businesses that need dedicated remote team members. We are based in the Philippines, and our clients are primarily in the United States and Australia.
Our approach is hands-on, and that is the part worth understanding. We do not place people and disappear. We monitor performance, coach, and step in early when something is drifting, because a client who stays is what keeps your seat stable. Every platform in Section 4 exists to serve that one idea.
SECTION 02How We Are Organised
We are a lean team on purpose. Fewer layers means a question reaches someone who can answer it on the same day.
No team lead layer here. A VA works one-to-one with their client, so the managers above are your direct support.
The two lines are deliberately different. If you are a VA you work directly with your client and the managers above. If you are a CSR you sit on a team with a Team Lead who is your first stop during a shift.
Roles explained
| Role | What they own |
|---|---|
| Founder and CEO | Company direction, taking on new clients, business development, and final authority on hiring decisions. |
| Operations Manager | Day-to-day team management, client communication, onboarding new hires, scheduling and leave, tool access, and process improvement. |
| QA Manager | Reviews Arma Tracker activity data, runs performance reviews, coaches on improvement, and flags issues before a client notices them. |
| Team Lead, contact center | The on-shift leader for a CSR team: runs the shift huddle, grades and coaches calls against the quality bar, watches adherence live, handles in-shift escalations, and is the first person a CSR raises anything with. |
| Team members (VAs and CSRs) | Execute the work for an assigned client, track time in Arma Tracker, communicate daily with the client, stay active in Community, and attend check-ins. |
SECTION 03Our Clients & How Billing Works
Our clients are businesses that need dedicated remote team members. They range from solo founders with a single VA to companies running full contact-center teams with us.
Every client is on a month-to-month agreement. There are no long-term contracts locking them in, which is the single most important fact on this page: client satisfaction is not a nice-to-have, it is what keeps the account alive. If a client is unhappy, they can leave at the end of the month.
How billing works
Understanding this makes it obvious why tracked hours matter so much:
- The client pays Armasourcing a monthly fee based on hours worked, taken from Arma Tracker.
- Armasourcing pays you your agreed rate, based on those same tracked hours.
- The cycle is monthly, from the 1st to the last day of each month.
If a client leaves
Because agreements are month-to-month, a client can end theirs at any time. If that happens:
- You will be told immediately, not left to find out.
- We will work to reassign you to another client.
- If nothing is open right away, we will discuss a transition timeline with you directly.
- This is usually not about your performance. Businesses change direction, budgets move, priorities shift.
SECTION 04The Platforms You Will Use
We built our own tools instead of renting them, so nothing about how you are measured is a black box. Here is each one and what it means for you.
Your daily workspace. Team chat, project channels, task boards, the leaderboard, wellness check-ins, and the Owlet assistant. Treat it as the office you walk into.
Use it every dayYour time and attendance. The desktop app that records your hours and activity while you work. Your pay is calculated from what it logs, so starting and stopping it correctly matters.
Use it every dayWhere your performance is reviewed. Syncs your tracked data hourly and surfaces activity, idle time, and hours. Your QA Manager uses it to spot problems early and coach you, not to catch you out.
Your manager uses thisWhat your client sees. Weekly summaries, hours breakdowns, and a rating of your work. This is the view that builds or erodes client trust, and it updates from your tracked data automatically.
Client facingYou are using it now. Your onboarding checklist, this resource library, and your milestones. Your progress here is visible to your manager, so finish your steps on time.
During onboardingHow you got here. Applications, assessments, and interviews run through it. Worth knowing because referrals you send in will land here too.
HiringOther tools
| Tool | Purpose | Who uses it |
|---|---|---|
| Arma Tracker | Time and activity tracking, our own desktop app | All team members, required |
| Google Workspace | Email, Drive, Docs, Calendar | Everyone |
| DocuSign | Signing agreements and NDAs | New hires |
SECTION 05A Day, End to End
Here is what a normal day looks like and what happens behind it.
| When | What happens |
|---|---|
| Shift start | Start Arma Tracker, check Community for announcements, review your tasks for the day. |
| Through the day | Arma Tracker records activity in the background. You work the client's tasks and communicate on their preferred channel. |
| Every hour | The QA Agent pulls your tracked data and looks at the activity pattern. |
| End of shift | Stop Arma Tracker, send your daily update to the client, update your tasks in Community. |
| Weekly | The Performance Dashboard generates a summary for your client. Your QA Manager reviews the team's numbers and gives you feedback if anything needs it. |
| Monthly | Formal evaluation. The client is invoiced from tracked hours. You get paid. |
Where your data goes
One chain connects the hour you work to the money that pays for it:
SECTION 06Escalation & Key Takeaways
When something is wrong, work up this ladder. Skipping a rung usually slows the fix down rather than speeding it up.
Key takeaways
- 1We are a remote staffing company. We recruit, train, and manage VAs and CSRs for businesses worldwide.
- 2Your client directs the work, Armasourcing supports you. QA watches quality, Operations handles logistics.
- 3Every client is month-to-month. Satisfaction is what renews the account, so every interaction counts.
- 4Tracked hours are the whole chain. They become the client's invoice and your pay.
- 5Community is your daily hub. Being present there is part of the job, not an extra.
- 6Escalate in order: yourself, then your Team Lead (CSRs) or your client (VAs), then a manager, then Eli.
