Sr. Quality Analyst, Affiliate Case Management

Sr. Quality Analyst, Affiliate Case Management

Leverages strong research, analytical, and communication skills to ensure customer satisfaction by addressing escalated inquiries. Applies professionalism and empathy to bolster affiliate confidence in BMI’s commitment to product quality and operational transparency, while maintaining the company’s brand reputation through knowledgeable client support.

• Acquire a comprehensive understanding of BMI’s distribution and administration operations to respond to a wide variety of songwriter and publisher inquiries.
• Develop a methodical approach to researching and responding to escalated, complex inquiries, including supporting large rights holders with income tracking and royalty questions.
• Identify root causes of customer inquiries and emerging trends, sharing observations with leadership and cross‑functional teams to facilitate solutions.
• Escalate inquiries of significant complexity or sensitivity to subject matter experts and leadership.
• Provide knowledge sharing and technical coaching to other team members of the Affiliate Case Management team.
• Deliver an exceptional customer experience by projecting an enthusiastic, service‑oriented approach to optimizing the BMI affiliate experience.
• Customize and adapt communications to effectively guide affiliates through complex, data‑intensive topics.
• Document all relevant details in the CRM system with every contact.
• Demonstrate accuracy and thoroughness by seeking ways to improve performance and promote quality standards.
• Meet and strive to increase productivity standards.
• Maintain regular attendance and support BMI Core Values, nurturing a culture of diversity and inclusion.

• Education: College degree or equivalent relevant experience required.
• Experience: Three (3) years of experience in Music Publishing or a Performing Rights Organization, with data analysis and methodological research experience.
• Skills and Abilities:
• Intermediate proficiency in Microsoft Excel and general proficiency with Microsoft Office Suite.
• Experience in analysis, preparation, and presentation of data.
• Preferred background in Customer Service disciplines.
• Strong verbal and written communication skills.
• Results‑driven, detail‑oriented, with exemplary planning and organizational skills.
• Flexible and adaptable, managing multiple priorities in a high‑paced environment.
• Analytical, creative, and innovative approach to problem solving.
• Initiative with minimal supervision.
• Ability to establish good working relationships internally and externally.
• Strong interpersonal, negotiation, and conflict‑management skills.
• Advanced copyright knowledge and the ability to explain complex concepts clearly to customers and stakeholders.
• Proficiency working with CRM platforms, with a strong preference for Salesforce experience.

$68,000.00 – $78,000.00 (USD)