Case Study: Scotia iTRADE achieves sustained FCR & customer satisfaction gains and 340% increase in World Class agents with SQM Group

Scotia iTRADE Performance Management System Best Practice

Scotia iTRADE, Scotiabank’s self‑directed investing business, faced rising customer expectations from active traders and operational pressure from reduced headcount and digital disruption. To shift performance from productivity-focused KPIs to customer outcomes, Scotia iTRADE engaged SQM Group to implement a Voice of the Customer (VoC) Performance Management System and pursue SQM World‑Class certification.

Using SQM Group’s VoC framework, Scotia iTRADE rolled out transparent VoC KPIs, daily dashboards, structured coaching (three bi‑weekly touchpoints), tiered World‑Class agent categories, and a formal Performance Improvement Program tied to rewards and compensation. The SQM Group solution drove consecutive annual improvements in FCR and customer satisfaction, a 340% increase in World‑Class agents over three years, more one‑to‑one coaching and fewer low performers, and earned an SQM Best Practice award in 2020.

Scotia iTRADE