Global Ops Specialist II

Clear Star 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), Clear Star has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995.

Since 2020, Clear Star has been a portfolio company of Hanover Investor Management, a London-based private equity firm. By joining Clear Star, 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.

Clear Star, 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, Clear Star combines deep industry expertise with innovative technology to help employers make better hiring decisions.

• 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 elevate 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.

• 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 elevate 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.

• Prior experience working with international or distributed operations teams.
• Experience contributing to SOP development or process improvement initiatives in a background screening environment.

• Escalated…