Global Operations Specialist 2

ClearStar, Inc. is a 30-year leader in background and medical screening technology, and our Global Operations team delivers accurate, compliant, and timely background screening results for clients around the world. The Global Operations Specialist II is an advanced operational resource responsible for managing complex workflows, escalated cases, and high-risk verifications while strengthening quality oversight and operational consistency.

This role bridges frontline processing and leadership by applying advanced operational judgment, supporting quality stabilization efforts, and reinforcing compliance standards. The Specialist II also coaches frontline Operations Specialists and contributes to stronger oversight of distributed teams, including international resources. Because this role works directly with FCRA-regulated screening processes, hands-on background screening experience is required; this is not an entry point into the industry.

• ClearStar Background Screening
• Our culture and values

Impact and Outcomes

•       Stabilizes quality performance through proactive oversight and exception management

•       Reduces error rates by resolving complex background screening cases accurately and efficiently

•       Strengthens monitoring and accountability across operational teams

•       Identifies trends and recurring issues, escalating appropriately to Compliance and leadership

•       Improves client satisfaction by effectively managing sensitive or high-risk communications

•       Contributes to continuous improvement of workflows and compliance adherence

Key Responsibilities

•       Complex Case and Exception Management

◦        Manage escalated orders, complex verifications, and exception cases in background screening workflows

◦        Apply advanced knowledge of background screening verification processes, FCRA and compliance standards, and quality controls

◦        Serve as a point of contact for high-risk or sensitive client and internal communications

•       Quality Oversight and Coaching

◦        Conduct targeted quality reviews and assist with remediation planning

◦        Support monitoring efforts related to global operations team performance and quality reviews

◦        Provide guidance and informal coaching to frontline Operations Specialists

•       Trend Analysis and Compliance Escalation

◦        Identify recurring issues or performance trends and escalate findings to Compliance and Operations leadership

◦        Analyze operational data to recommend workflow enhancements and error reduction strategies

•       Collaboration and Process Documentation

◦        Collaborate with Compliance, Product, Implementations, and Customer Support to resolve operational gaps

◦        Maintain and enhance standard operating procedures (SOPs) to ensure clarity and consistency

Key Challenges and Problem Solving

•       Managing escalated or high-risk cases requiring sound professional judgment

•       Navigating ambiguity in complex verifications and exception handling

•       Balancing SLA performance with increased scrutiny on quality and compliance

•       Identifying root causes behind recurring operational issues

•       Maintaining consistency in standards across teams

•       Communicating effectively with clients and internal partners on sensitive matters

What Success Looks Like in 6 Months

•       Escalated and complex background screening cases are resolved accurately and within SLA, with minimal rework

•       Frontline Operations Specialists are turning to the Specialist II for guidance and are showing measurable quality improvement

•       Recurring issues and trends are being identified, documented, and escalated to Compliance and leadership with clear root-cause analysis

•       Targeted quality reviews are on a consistent cadence, with remediation plans tracked to completion

•       SOPs touched by this role are current, clear, and in active use

Qualifications

•       2–4+ years of hands-on background screening experience, in a Consumer Reporting Agency or comparable screening operation (required)

•       Working knowledge of FCRA, background screening verification processes, and quality standards

•       Experience handling escalations, client communications, or complex workflows

•       Demonstrated ability to operate as a senior contributor within an operations team

•       Strong understanding of compliance-driven operational environments and comfort working in fast-paced, regulated workflows

•       Strong problem-solving and analytical skills, with excellent communication skills and sound professional judgment

•       Detail-oriented with the ability to manage ambiguity

•       Ability to identify trends and escalate appropriately

•       Ability to influence peers through guidance and knowledge sharing

Preferred Qualifications

•       PBSA Certification

•       Experience working with distributed teams, including international resources

•       Bachelor’s degree or equivalent work experience

Remote Work Requirements

•       Reliable, secure high-speed internet connection; cable or fiber (minimum 75 Mbps download / 10 Mbps upload) preferred

•       Dedicated home office space that is noise- and distraction-free, with a strong wireless or wired Ethernet connection

•       Valid physical address (PO Boxes not supported)

•       Ability and desire to communicate and collaborate with team members via chat and webcam

•       H-1B Visa Sponsorship is not available for this role

The pay range for this position is $40,000 – $50,000 annually. Actual compensation will be determined based on experience, qualifications, and other job-related factors.

ClearStar, Inc. welcomes applications from candidates located in the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Lousiana, Minnesota, Missouri, Montana, Nevada, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia.

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.

Compensation & Benefits

Exciting and meaningful learning and development opportunities await at ClearStar! Join us on a journey of discovery and empowerment - where every opportunity is a steppingstone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low-cost dental and vision insurance, company-paid basic life insurance and a company-paid Short-Term Disability policy, employee assistance program, 401(k) matching up to 4%, time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities. 

The position is eligible for the Searching for Stars Employee Referral Program.