Global Operations Specialist II

Job Description:

• 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
• Stabilize quality performance through proactive oversight and exception management
• Reduce error rates by resolving complex cases accurately and efficiently
• Strengthen monitoring and accountability across operational teams
• Improve client satisfaction by managing sensitive or high-risk communications
• Contribute to continuous improvement of workflows and compliance adherence

Requirements:

• 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
• 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
• Bachelor's degree preferred or equivalent work experience

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
• Searching for Stars Employee Referral Program
• Learning and development opportunities
• Remote-first culture with flexibility and digital collaboration tools