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11. Quality Management
QF Level ( 1234567 )
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11. Quality Management
QF Level
Code
Name
QF Level:
Level 1
No Item
QF Level:
Level 2
No Item
QF Level:
Level 3
Code:
109482L3
Name:
Provide timely response to customers regarding their feedback and address their concerns
QF Level:
Level 3
Code:
109483L3
Name:
Implement survey to collect data on customer satisfaction
QF Level:
Level 4
Code:
109466L4
Name:
Conduct quality control on operations of the enterprise banking
QF Level:
Level 4
Code:
109467L4
Name:
Prepare documentation / reporting related to quality management plan
QF Level:
Level 4
Code:
109481L4
Name:
Conduct investigation on complaint cases and make recommendation for actions
QF Level:
Level 5
Code:
109457L5
Name:
Develop procedures in quality control and re-engineering plans
QF Level:
Level 5
Code:
109458L5
Name:
Develop quality management plan for specific project / programme
QF Level:
Level 5
Code:
109460L5
Name:
Provide education in quality management throughout the bank
QF Level:
Level 5
Code:
109463L5
Name:
Design quality monitoring and control guidelines and plans
QF Level:
Level 5
Code:
109470L5
Name:
Evaluate effectiveness of process improvement measures
QF Level:
Level 5
Code:
109474L5
Name:
Develop procedures and guidelines for feedback management
QF Level:
Level 5
Code:
109475L5
Name:
Conduct research on digital and non-digital customer experience
QF Level:
Level 5
Code:
109476L5
Name:
Analyse customer feedback for improving services of the bank
QF Level:
Level 5
Code:
109477L5
Name:
Manage feedback from different parties in order to protect bank’s image
QF Level:
Level 5
Code:
109478L5
Name:
Execute customer experience process improvement measures and controls
QF Level:
Level 6
Code:
109455L6
Name:
Formulate enterprise banking quality management strategies and policies
QF Level:
Level 7
No Item
Note:
- The SCSs have been moderated by the Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) to ensure consistency of QF level across industries.
- The contents of all SCSs will be updated regularly.
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