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Broadcast Music, Inc. (BMI) · 1 day ago

Senior Quality Analyst (Hybrid)

Los Angeles, CA

Full-time

Hybrid

Mid, Senior Level

$68K/yr - $78K/yr

3+ years exp

Broadcast Music, Inc. (BMI) is seeking a Senior Quality Analyst to enhance customer satisfaction through effective communication and support. The role involves addressing complex inquiries from songwriters and publishers, ensuring operational transparency, and providing technical coaching to team members.

AssociationLegalMusicPublishing

H1B Sponsor Likely

Responsibilities

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

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

Qualification

Music Publishing experienceData analysisMicrosoft ExcelCRM platformsCommunication skillsProblem solvingOrganizational skillsInterpersonal skillsNegotiation skills

Required

College degree or relevant experience required

Three (3) years of Music Publishing or Performing Rights Organization experience, along with data analysis and methodological research experience required

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

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

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

Preferred

Experience with Customer Service disciplines preferred

Benefits

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

Company

Broadcast Music, Inc. (BMI)

Glassdoor3.6

Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, Broadcast Music, Inc.® (BMI®) is a global leader in music rights management, serving as an advocate for the value of music.

Founded in 1939

New York, New York, USA

501-1000 employees

http://bmi.com

H1B Sponsorship

Broadcast Music, Inc. (BMI) has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (4)

2022 (3)