Senior Quality Analyst, Affiliate Case Management (Hybrid)

POSITION SUMMARY : Leverages strong research, analytical, and communication skills to ensure customer satisfaction by addressing escalated inquiries. Approaches efforts with professionalism and empathy to bolster affiliate confidence in BMI’s commitment to product quality and operational transparency. Educates affiliates and upholds BMI’s brand reputation through highly competent and knowledgeable client support. FUNCTIONS OF THE JOB : Essential Functions : representative but not all inclusive of those commonly associated with this position. Acquires an end-to-end understanding of BMI’s distribution and administration operations to appropriately respond to a wide variety of songwriter and publisher inquiries. Develops a methodical approach to researching and responding to escalated, complex inquiries; may include supporting larger rights holders with income tracking inquires and royalty related questions. Identifies root causes of customer inquiries and any emerging themes or trends behind increased volume; shares observations with leadership and the appropriate cross-functional teams to facilitate more comprehensive solutions. Escalates inquiries that rise to certain levels of complexity and / or sensitivity to the relevant subject matter experts and / or leadership. Provides knowledge sharing and technical coaching to other team members of the Affiliate Case Management team. Delivers an exceptional customer experience by projecting an enthusiastic, service-oriented approach to optimizing the BMI affiliate experience. Customizes and adapts communications to effectively guide affiliates through complex, data-intensive topics. Documents any relevant details into the CRM system with every contact. Demonstrates accuracy and thoroughness by looking for ways to improve performance and promote quality standards. Meets and strives to increase productivity standards. Other duties as assigned. Regular attendance. Supports our BMI Core Values and cultivates a culture of diversity and inclusion. Essential Functions : specific to Publisher Relations. Dedicates a higher focus on supporting larger rights holders with income tracking inquiries and royalty related questions. Provides knowledge sharing and technical coaching to other team members. Assists the procurement and collection of network, theatrical, streaming and syndicated cue sheets to ensure compliance on a needed basis. POSITION QUALIFICATION REQUIREMENTS Education : College degree or relevant experience required. Experience : Three (3) years of Music Publishing or Performing Rights Organization experience, along with data analysis and methodological research experience required. Skills and Abilities : representative but not all inclusive of those commonly associate with this position. Intermediate level proficiency in Microsoft Excel and general proficiency with other Microsoft Office Suite applications required. Demonstrated experience in analysis, preparation, and presentation of data required. Experience with Customer Service disciplines preferred. Strong communication skills, both verbal and written. Results-driven and detail-oriented achiever with exemplary planning and organizational skills. Flexible and adaptable to manage multiple priorities and tasks in a high-paced environment. Takes an analytical, creative, and innovative approach to problem solving. Takes initiative with minimal supervision. Ability to establish good working relationships internally and externally. Strong interpersonal skills. Strong negotiation and conflict management skills. Position Qualifications Specific to Admin and Publisher Relations Advanced copyright knowledge with proven ability to explain complex concepts in clear, accessible terms to customers, affiliates, and internal stakeholders. Strong analytical and critical thinking skills for resolving disputes and navigating nuanced copyright-related issues. Demonstrated proficiency working with CRM platforms, with a strong preference for Salesforce experience. SALARY RANGE : $68,000.00 - $78,000.00 (USD). The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below. WHAT WE GIVE TO YOU : Health, dental, and vision insurance 401K with employer match Flexible spending accounts Paid vacation and paid sick / personal time 12 paid calendar holidays Paid volunteer time off Summer hours that offer more time for fun in the sun Company paid life insurance Up to 12 weeks paid parental leave Tuition assistance for qualified team members Commuter benefits (New York) Amazing and engaging culture Employee Resource Groups BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER : All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and / or expression, veteran’s or marital status, disability, or any other cultural factor. #LI-Hybrid