[Hiring] Global Operations Specialist II @ClearStar, Inc.

Role Description

The 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 Operations Specialist II also provides coaching and guidance to frontline Operations Specialists and serves as a key contributor to improving oversight of distributed teams, including international resources.

Impact and Outcomes

• Stabilizes quality performance through proactive oversight and exception management
• Reduces error rates by resolving complex 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 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
• Supporting maintaining consistency in standards
• Communicating effectively with clients and internal partners on sensitive matters

Key Responsibilities

• Manage escalated orders, complex verifications, and exception cases
• Serve as a point of contact for high-risk or sensitive client and internal communications
• Apply advanced knowledge of verification processes, compliance standards, and quality controls
• Identify recurring issues or performance trends and escalate findings to Compliance and Operations leadership
• Support monitoring efforts related to global operations team performance and quality reviews
• Provide guidance and informal coaching to frontline Operations Specialists
• Conduct targeted quality reviews and assist with remediation planning
• Collaborate with Compliance, Product, Implementations, and Customer Support to resolve operational gaps
• Maintain and enhance standard operating procedures (SOPs) to ensure clarity and consistency
• Analyze operational data to recommend workflow enhancements and error reduction strategies

Qualifications

• 2–4+ years of experience in background screening
• PBSA Certification
• Working knowledge of FCRA, 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
• Bachelor’s degree preferred or equivalent work experience

Requirements

• Strong problem-solving and analytical skills
• Excellent communication skills and sound professional judgment
• Detail-oriented with the ability to manage ambiguity
• Strong understanding of compliance-driven operational environments
• Ability to identify trends and escalate appropriately
• Ability to influence peers through guidance and knowledge sharing
• Comfort working in fast-paced, regulated workflows

Benefits

• Paid healthcare and life insurance premiums
• Low-cost dental and vision insurance
• Company-paid basic life insurance
• Company-paid Short-Term Disability policy
• Employee assistance program
• 401(k) matching up to 4%
• Time off
• 9 company paid holidays
• 2 additional days of paid time off for volunteer activities
• Eligible for the Searching for Stars Employee Referral Program

Compensation

The base salary range for this position is $45,000-50,000 annually, depending on experience, skills, and qualifications. This role may also be eligible for performance-based incentive compensation. 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.