Global Ops Specialist II

ClearStar offers employers valuable employment intelligence to better support their recruiting and decision-making by increasing the quality, reliability, and visibility of information through background and medical screening. A seven-time Inc. 5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995. Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm. By joining ClearStar, you will have the unique opportunity to learn from industry leaders while making an impact on the lives of others. No matter where you are located, you're a valued member of the team. In our remote-first culture, we value trust, flexibility, outcomes and results. You will have access to digital tools and resources that keep everyone connected and collaboration at the forefront. We believe that success comes from empowered individuals working together, and we're committed to ensuring you feel supported, engaged, and set up for success - wherever you are. ClearStar Background Screening Our culture and values Position Summary ClearStar, Inc. is a 30-year leader in background and medical screening technology and a seven-time Inc. 5000 honoree. As a founding member of the Professional Background Screening Association (PBSA) and a portfolio company of Hanover Investor Management since 2020, ClearStar combines deep industry expertise with innovative technology to help employers make better hiring decisions. The Global Operations Specialist II is an experienced, compliance-focused operational contributor responsible for managing complex background screening workflows, escalated case management, and quality assurance across ClearStar’s global operations teams. This role goes beyond routine case processing—it requires sound judgment under pressure, the ability to identify root causes behind operational gaps, and the credibility to influence accountability and consistency across distributed teams. The ideal candidate brings 2–4+ years of background screening or compliance-driven operations experience, a strong command of FCRA requirements, and the analytical mindset and professional maturity to navigate ambiguity while maintaining high quality and compliance standards. Key Responsibilities ● Escalated Case and Exception Management ○ Manage escalated orders, high-risk verifications, and complex exception cases, applying advanced knowledge of verification processes, FCRA requirements, and quality controls. ○ Serve as a point of contact for sensitive client and internal communications related to escalated or non-standard cases. ○ Balance SLA performance expectations with heightened focus on quality and compliance standards. ● Quality Assurance and Compliance ○ Conduct targeted quality reviews and support remediation planning to address identified gaps. ○ Identify recurring issues, perform root cause analysis, and escalate findings to Compliance and Operations leadership with documented recommendations. ○ Apply and reinforce accountability and consistency across distributed and international operational teams. ● Process Improvement and Operational Analysis ○ Analyze operational data to recommend workflow enhancements and error reduction strategies. ○ Maintain and enhance standard operating procedures to improve clarity, compliance, and operational consistency. ○ Collaborate with Compliance, Product, Implementations, and Customer Support to identify and resolve operational gaps. ● Team Guidance and Cross-Functional Support ○ Provide guidance and informal coaching to frontline Operations Specialists, sharing knowledge and reinforcing quality standards. ○ Partner with cross-functional teams to support operational improvements and ensure client experience standards are met. Required Qualifications ● 2–4+ years of experience in background screening or compliance-driven operations; Bachelor’s degree preferred or equivalent combination of education and experience. ● Strong analytical skills and sound professional judgment in complex or escalated case scenarios. ● Working knowledge of FCRA, verification processes, quality controls, and regulated operational workflows. ● Experience handling escalations and sensitive client or internal communications. ● Demonstrated ability to identify trends, manage ambiguity, perform root cause analysis, and escalate risk appropriately. ● Reliable high-speed internet connection; cable or fiber preferred with a minimum of 75 Mbps download and 10 Mbps upload. ● Dedicated home office space that is quiet, secure, and free of distractions during working hours. Preferred Qualifications ● PBSA Certification preferred. ● Prior experience working with international or distributed operations teams. ● Experience contributing to SOP development or process improvement initiatives in a background screening environment. What Success Looks Like in 6 Months ● Escalated cases and exception workflows are being managed accurately, within SLA, and with documented resolution rationale. ● Quality reviews are surfacing recurring issues with root cause analysis delivered to leadership in a timely manner. ● SOPs are current and being actively applied to improve consistency across the operations team. ● Frontline Operations Specialists are receiving meaningful guidance and are performing with greater confidence and accuracy. ● Cross-functional relationships with Compliance, Product, and Customer Support are collaborative and productive. ● Operational data analysis is driving at least one measurable workflow improvement. Benefits ● Paid healthcare and life insurance premiums. ● Company-paid basic life insurance and short-term disability policy. ● Low-cost dental and vision insurance. ● Employee Assistance Program (EAP). ● 401(k) with company match up to 4%. ● Paid time off. ● 9 company-paid holidays. ● 2 additional paid days for volunteer activities. ● Meaningful learning and development opportunities. ClearStar, Inc. welcomes applications from candidates located in the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Minnesota, Missouri, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Washington. Compensation The base salary range for this position is $45,000–$55,000 annually, depending on experience, skills, and qualifications. ClearStar is committed to pay equity and transparency. Actual compensation will be determined based on the candidate’s experience, skills, and qualifications in relation to the requirements of the role. ClearStar is an equal opportunity employer. This description reflects the general nature and level of work assigned to this role and is not a comprehensive inventory of all duties or qualifications.