Sr. Quality Analyst, Affiliate Case Management

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.

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority.

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.

POSITION QUALIFICATION REQUIREMENTS
Education: College degree or relevant experience required.
Experience: Three (3) years 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 associated 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.