Maltix Lares Virtual Assistant (VA) Training Programme
Project leader Chief VA
Charlie Dillon
Last Update 10 months ago
Welcome to the Maltix Lares Virtual Assistant Training Programme. This document provides a comprehensive framework for new VAs joining our team. The programme is designed to equip you with the essential skills, knowledge, and tools required to excel in your role, embody the Maltix ethos, and provide exceptional service to our clients.
The role of a Lares VA is pivotal to the success of our organisation. You are the first point of contact for many clients and a key part of their business operations. This programme will ensure you are confident, capable, and ready to meet the challenges and opportunities of this dynamic position.
The training programme is divided into six key modules, each focusing on a different aspect of the Lares VA role. Each module includes a series of topics, practical activities, and assessments to ensure a thorough understanding.
Module 1: Maltix Connect Premium
Module 2: Introduction to Maltix & The Lares VA Role
Module 3: Core Virtual Assistant Skills
Module 4: Maltix Systems & Tools
Module 5: Client Management & Communication
Module 6: Professional Development & Feedback
This module provides a comprehensive overview and hands-on training for the Maltix Connect Premium platform, which serves as our centralised client hub.
Objectives:
Understand the full functionality and features of the Maltix Connect Premium platform.
Learn how to navigate the client portal, manage projects, and communicate effectively within the system.
Become proficient in setting up and customising the platform for new clients.
Understand how to troubleshoot common user issues and provide support for the platform.
Topics Covered:
Overview of Maltix Connect Premium: what it is and why we use it.
Dashboard and project management features.
Secure messaging, file sharing, and collaboration tools.
Client onboarding and customisation of the portal.
Billing, reporting, and analytics features.
Troubleshooting and support protocols.
Activities & Assessment:
Practical task: Set up a mock client account and customise the portal.
Practical task: Use the messaging and file-sharing features in a simulated scenario.
Complete a short quiz on the key features of Maltix Connect Premium.
This module provides a foundational understanding of the company, its mission, and the specific responsibilities of a Lares VA.
Objectives:
Understand the history, values, and mission of Maltix.
Clearly define the purpose and scope of the Lares VA service.
Comprehend the company's organisational structure and your place within it.
Meet key team members and understand their roles.
Topics Covered:
Maltix company culture and vision.
The meaning of "Lares" and its significance to our service.
Key performance indicators (KPIs) for the Lares VA role.
Overview of the client journey and your role in it.
Introduction to company policies and procedures (e.g., data protection, confidentiality).
Activities & Assessment:
Review company mission statement and values.
Team introductory meeting with your line manager.
Complete a short quiz on key company policies.
This module focuses on the fundamental skills required for efficient and effective remote work.
Objectives:
Master essential time management and prioritisation techniques.
Develop clear, professional communication skills for all platforms.
Understand the importance of attention to detail and accuracy.
Learn to maintain a high level of confidentiality and data security.
Topics Covered:
Time blocking and task prioritisation (e.g., using the Pomodoro Technique).
Email management and professional etiquette.
Effective virtual communication (video conferencing, chat platforms).
Proofreading and quality assurance.
Confidentiality and non-disclosure agreements (NDAs).
Activities & Assessment:
Practical exercise: Create a daily task list and schedule for a mock scenario.
Role-playing exercise: Draft and send professional emails for various situations.
Self-assessment on confidentiality best practices.
This module provides hands-on training for the specific software and platforms used at Maltix.
Objectives:
Become proficient in using our Customer Relationship Management (CRM) system.
Master our project management and task allocation software.
Navigate and use all internal communication channels effectively.
Understand the use of our file storage and document-sharing systems.
Topics Covered:
CRM software training (e.g., adding contacts, updating records).
Project management tool tutorials (e.g., creating tasks, setting deadlines).
Using secure chat platforms for internal and client communication.
File naming conventions and folder structures.
Troubleshooting common technical issues.
Activities & Assessment:
Practical task: Update a mock client's profile in the CRM.
Practical task: Create a project plan using the project management tool.
Walkthrough of the file-sharing system with a senior VA.
This module prepares you for direct interaction with clients, from onboarding to day-to-day support.
Objectives:
Learn the Maltix client onboarding process from start to finish.
Develop a consultative and proactive approach to client relationships.
Effectively handle client queries, requests, and feedback.
Understand how to set boundaries and manage client expectations.
Topics Covered:
The client onboarding checklist.
Setting up client preferences and standard operating procedures (SOPs).
Best practices for client meetings and reporting.
Active listening and problem-solving skills.
Escalation procedures for complex issues.
Activities & Assessment:
Shadow a senior VA on a client call.
Role-playing: Conduct a mock client check-in meeting.
Complete a post-onboarding report for a new client scenario.
This final module focuses on continuous improvement and long-term career growth within Maltix.
Objectives:
Understand the feedback process at Maltix (both giving and receiving).
Learn how to identify areas for personal and professional growth.
Create a personal development plan (PDP) for your first six months.
Identify resources for staying up-to-date with industry trends.
Topics Covered:
Maltix's performance review and feedback cycles.
Identifying and developing a specialisation (e.g., social media management, data entry, research).
Resources for continuous learning (courses, webinars, industry blogs).
Goal setting and career progression opportunities.
Activities & Assessment:
Complete a PDP template with your line manager.
Attend a feedback session with your mentor.
Present a brief overview of a recent industry trend.
Appendix A: Glossary of Maltix Terms
Lares VA: A Virtual Assistant in the Maltix network. The name "Lares" refers to Roman household deities, symbolising guardianship and support.
Maltix Connect Premium: A centralised client hub for communication, billing, project management, and support requests.
SOP: Standard Operating Procedure. A document outlining how to perform routine tasks.
CRM: Customer Relationship Management. The system used to manage client information and interactions.
PDP: Personal Development Plan. A document outlining goals and actions for professional growth.
Your Line Manager: [Name] - [Email Address]
IT Support: [Name] - [Email Address]
Client Services Team Lead: [Name] - [Email Address]